Customer Support Specialist

About The Position

FundGuard is a global FinTech firm with offices in Boston, London, Tel Aviv, NYC and Toronto. Our primary customers are global custody banks, asset servicers and institutional asset managers. We are driving the future of AI-driven investment accounting SaaS! In fact, we were recently named to CB Insights’ List of the 100 Most Innovative Fintech Startups.

As a SaaS Customer Support Specialist, you will assist with the needs of our existing customers. This will include solving functional/technical problems brought forth through an inquiry system or via group hotline, building strong relationships with our clients and collaborating with internal partners to rapidly solve open queries. Throughout our customer lifecycles, we prioritize delivering a fantastic customer experience, and at the forefront of that experience is business support.

KEY RESPONSIBILITIES:

• Act as an escalation for client reported issues; thereby resolving complex client issues
• Develop relationships and engage with clients’ Accounting Operations team or clients’ technical team who support Accounting Operations
• Have a hands on approach to FundGuard system and understand its inner workings
• Partner with engineering and product management teams to work through customer bugs & enhancement needs.
• Accept incoming client queries related to functional and technical aspects of the FundGuard platform
• Oversee the 911 process related to a production down scenario and own the process until client environment in restored
• Create and track SLAs related to the FG support function as defined by client contract,  
• Plan and oversee the fulfillment of accurate daily/monthly/quarterly/annual reporting support and service
• Be accountable for client satisfaction metrics
• Helps aggregate client feedback and provide guidance to improve operationally and expand the product offering
• Maintain record and documentation of client issues via the maintenance of internal support tracking mechanism
• Work with Customer Onboarding team POCs to ensure a smooth transition to daily support (Operational Readiness)
• Become a FundGuard expert and discuss or educate on any nuance of the product internally and externally
• Collaborates with sales and support groups to demonstrate value of support offering to client and identifies business opportunities for expanded support
• Evaluate the criticality of client issues and collaborate with various parts of the organization to resolve

Requirements:

• At least 7+ years of proven experience in a business support team within the financial services industry 
• Ability to conduct root cause analysis and work cross-functionally (work with engineering team)
• Must have prior experience in fund accounting
• Excellent communication skills and the ability to anticipate the needs of customers
• Must demonstrate strong analytical thinking skills
• Should possess strong problem solving skills and the ability to make sound judgment calls
• Superior organizational and time management skills
• Technical and functional knowledge of enterprise investment accounting software
• An understanding of investment accounting needs and current use cases of businesses
• Financial services industry support management experience
• directly relevant experience in Investment Management, Insurance, FinTech, Investment Accounting, or Investment Operations
• Pleasant and straightforward phone and video manner
• Excellent written communication
• Organizational skills — working with multiple customers
• Highly self-motivated and driven.
• The ability to shift priorities quickly when necessary
• Bachelor’s degree or higher
• Co-locating with the client when necessary
• Working hybrid three days a week onsite in our Dedham MA office
• Requires permanent U.S. work authorization

About FundGuard: 

FundGuard is the new generation investment accounting utility for asset managers and their service providers. Our cloud-native, AI-powered operating system and technology platform are transforming investment operations to enable reduced fees and the ability to offer new and innovative products, including crypto-asset services, while scaling for the future.

The company is led by an experienced team and has raised more than $57 million, backed by strategic partners including Citi and State Street Corp, venture firms Blumberg Capital, LionBird Ventures, and Team8 Capital among others.

We offer an exciting work opportunity where you’ll develop one of the more robust enterprise applications with deep financial engines, while using cutting edge cloud technologies.

Explore exciting career opportunities at fundguard.com/careers and follow us on LinkedIn: linkedin.com/fundguard.